Create detailed support docs to reduce SaaS churn

How to use the technique

• Target buyer personas and integrate it into the customer journey. You cannot create support documents that will suit your entire market. Target specific personas based on lifecycle stage. This free churn optimization framework is all you need to get started. 
• Choose documentation type. It is best to create multiple support documents like tutorials, step-by-step guides, how-to articles, etc.
• Offer multiple formats. Some personas prefer videos while others like actionable guides. Create multiple formats that users will love interacting to so they don’t churn.
• Focus on content. The actual content of the support documents should be well-written, informative, easy-to-read, easy-to-scan, and should be user-friendly. What you write and how you present it are two critical aspects to be considered. This is critical for reducing churn.
• Make it easy for users to find these documents. Don’t let them sit on your website. Share links. Send links via email. Incorporate links in the onboarding sequence. That’s how you'll engage them and reduce churn.
• Regular updates are essential to keep documentation current. Add, remove, and tweak content as per need. We have a free guide that will help you in analyzing how your support documents perform. Read more on the analysis techniques in this free actionable guide.

Mistakes to avoid

• Poor UX can ruin your investment and efforts. Don’t make it a pain for users to find, read, and understand support documents. Keep it simple and user-friendly.
  
• Unnecessary documents with unnecessary details. Do you have right support documents that users need or you’re just following industry trends? Don’t make the mistake of creating support documents that users don’t need. Refrain from adding unnecessary details. Keep it short and actionable.